Customer Technical Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Ricochet POS, part of the Fullsteam organization, provides an affordable, cutting-edge software solution for the consignment, resale, and retail industries. Our customers benefit from a wide range of integrations and features that help them efficiently manage both brick-and-mortar and online operations. As a growing software company, we are dedicated to offering a better, more modern way for small business owners to run their stores.

We are seeking driven, customer-centric individuals who are excited to work with a small but mighty team that values collaboration, innovation, and helping businesses thrive. This role offers an excellent opportunity to gain meaningful experience in the fast-expanding world of cloud-based/SaaS solutions. For those with existing experience in this field, it provides a chance to deepen your expertise and grow with a rapidly expanding organization that genuinely appreciates its employees.

Job Summary:

The Customer Technical Support Specialist provides frontline support to Ricochet POS users, helping them navigate our cloud-based POS system and resolve technical or account-related issues. This role serves as the primary contact for inbound inquiries, ensuring timely resolutions, clear communication, and positive customer experiences. Collaborating with internal teams, the specialist supports customer needs, assists with product knowledge, identifies upsell opportunities, and contributes to the overall success of our growing SaaS organization.

Responsibilities and Duties:

• Develop in-depth knowledge of our cloud-based point-of-sale (POS) software solution.
• Build a general understanding of consignment and vendor-based stores and their operational needs.
• Serve as the primary point of contact for customers through inbound support channels.
• Assist and guide non-technical customers with clear, easy-to-understand communication.
• Handle complaints in a timely manner, de-escalate when necessary, and own the issue escalation process—ensuring proper analysis, resolution, communication, and documentation.
• Coordinate with various teams to reach out to customers who need assistance or account guidance.
• Collaborate with internal departments to support customers whose needs extend beyond the support team.
• Develop a working knowledge of all company services and offerings.
• Upsell additional products and services to existing customers.
• Complete other tasks assigned by Management.

Skills and Competencies:

• A self-starting, positive team-player who enjoys collaboration, with strong drive and motivation to succeed
• Strong computer skills, including Intercom, Salesforce, Microsoft Office Suite (including Teams)
• Strong problem-solving abilities
• Detail-oriented with the ability to multitask effectively
• Willingness and initiative to take on new responsibilities and projects as they arise
• People-oriented with excellent listening skills and enthusiasm for solving customer problems
• Ability to manage and align with customer expectations
• Desire in learning the consignment and vendor-based business models
• Strong written, phone, presentation, and interpersonal communication skills
• Highly organized with strong time management abilities
• Dependable with a keen sense of accountability in meeting work commitments
• Consistently punctual and able to maintain steady, reliable work performance
• Comfortable working independently as part of a small team without the need for micromanagement

Experience and Education Requirements:

• At least four years of relevant customer support experience
• Powerful desire to learn and grow
• Prior experience supporting computer software
• Ability to work Saturdays
• Ability to work on-call
• Experience in a support center environment
• Background supporting cloud-based/SaaS software solutions
• Experience supporting website services and/or ecommerce solutions
• Experience working with consignment and/or vendor-based stores
• Knowledge of POS software, payment terminals/processing, CRM, and/or helpdesk tools
• High school diploma or higher education

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.